Versatile Technical Support Representative skilled at providing attentive and detail-oriented support to users. A good listener who is self-motivated to resolve issues efficiently. Experienced in troubleshooting and problem-solving to ensure smooth operations and user satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Help Desk Analyst
Department of Driver Services
04.2024 - Current
Handles inbound calls for customers needing assistance with online technical issues
Account unlocks
Password resets
Account deletions
Video verification
Assistance with online payments
Analyzes problems
Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems
"View Support ID" remoting
Effectively dispositioned calls
IT Service Desk Analyst Tier 1
Frontline Managed Services-Womble
07.2022 - 04.2024
Assisted requesters in identifying issues and explained solutions to restore service and functionality
Used ticketing systems (Service Now + IQTrack) to manage and process support actions and requests
Documented support interactions for future reference
Monitored systems in operation and quickly troubleshot errors
Resolved diverse range of technical issues across multiple systems and applications for requesters
Diagnosed and troubleshot hardware, software and network issues
Implemented the use of Active Directory, VMWare, Office 365, Computing Authentication, Remote connection tools, and Research.
Customer Support Representative (WFH)
Live Ops
01.2020 - 06.2022
Assisted customers via phone with order placements, order status updates, refunds/exchanges, or alternate item suggestions
Provided excellent customer service and listening skills
Met daily goals for sales
Met quality assurance requirements
Used proper documentation for every call.
Quality Assurance Analyst (Call Center)
Computer Generated Solutions Inc.
12.2017 - 12.2019
Listened to calls either recorded live or side-by-side while communicating feedback
Encouraged good practices and discouraged bad ones
Identified calls failing to meet predefined standards and identified the problem
Implemented agent training and coaching initiatives
Understood the priority of the organization and evaluated call behaviors for regulatory compliance and adherence to policy
Provided customer feedback and internal compliance feedback to management
Ability to create and maintain organizational and individual scorecard system.
Technical Support Representative (Call Center)
Computer Generated Solutions Inc.
03.2016 - 12.2017
Kept track of personnel in the field to assist with the scheduled appointments for each technician
Established long-term relationships with clients through prompt and courteous service
Monitored dispatched units for completion of the task, emergency or availability
Coordinated communications and information with field crews, mobile units and other personnel and agencies
Responded to telephone requests for emergency and non-emergency assistance
Planned, prioritized and scheduled daily work activities of appropriate field personnel.
Education
Audio Production -
The Art Institute of Atlanta
05.2017
High school or equivalent -
Newton High School
05.2013
Skills
Tech-savvy
Data Entry
Active Listening
Attention to Details
HTML
CSS
Customer Service
Office 365 MOS Associate
Troubleshooting
Active Directory
Problem-solving
Remote Support
Security Awareness
Software Support
Operating Systems Knowledge
Certification
Microsoft Outlook
Microsoft Word
Microsoft Excel
Timeline
IT Help Desk Analyst
Department of Driver Services
04.2024 - Current
IT Service Desk Analyst Tier 1
Frontline Managed Services-Womble
07.2022 - 04.2024
Customer Support Representative (WFH)
Live Ops
01.2020 - 06.2022
Quality Assurance Analyst (Call Center)
Computer Generated Solutions Inc.
12.2017 - 12.2019
Technical Support Representative (Call Center)
Computer Generated Solutions Inc.
03.2016 - 12.2017
High school or equivalent -
Newton High School
Audio Production -
The Art Institute of Atlanta
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